U.S. patent number 6,334,133 [Application Number 09/217,116] was granted by the patent office on 2001-12-25 for system and method for performing substitute fulfillment.
This patent grant is currently assigned to FrontLine Data, Inc.. Invention is credited to Michael S. Blackstone, Roland R. Thompson.
United States Patent |
6,334,133 |
Thompson , et al. |
December 25, 2001 |
System and method for performing substitute fulfillment
Abstract
A system and method for automating the performance of substitute
fulfillment to assign a replacement worker to substitute for a
worker during a temporary absence. Using a database of substitute
fulfillment data, the system handles key functions of performing
substitute fulfillment. Substitute fulfillment data is stored
centrally in a database on a server at a common site for multiple
organizations employing the substitute fulfillment system. The
database includes worker data records and substitute data records.
When an worker absence is indicated, the system searches the
database to obtain a list of potential replacements for the absent
worker. The system contacts potential replacements until one is
found or until the list is exhausted. The system generates suitable
reports and notifies organization personnel of any activity. The
system relies on multiple communications channels to interact with
client organizations, workers, and substitutes. The system may
maintain data and perform substitute fulfillment across multiple
organizations. The system stores and aggregates historical system
operation data, and prepares reports and provides services using
the historical data.
Inventors: |
Thompson; Roland R. (Malvern,
PA), Blackstone; Michael S. (Downingtown, PA) |
Assignee: |
FrontLine Data, Inc. (Malvern,
PA)
|
Family
ID: |
22809733 |
Appl.
No.: |
09/217,116 |
Filed: |
December 21, 1998 |
Current U.S.
Class: |
1/1; 707/999.107;
707/999.104 |
Current CPC
Class: |
G06Q
10/063112 (20130101); G06Q 10/10 (20130101); Y10S
707/99948 (20130101); Y10S 707/99945 (20130101) |
Current International
Class: |
G06Q
10/00 (20060101); G06F 017/00 () |
Field of
Search: |
;705/7-11
;707/1,10,100,103,104 |
References Cited
[Referenced By]
U.S. Patent Documents
Other References
Thomas L. Dean, "Decision Support for Coordinated Multi-Agent
Planning", ACM 1986, pp. 81-91..
|
Primary Examiner: Black; Thomas
Assistant Examiner: Le; Uyen
Attorney, Agent or Firm: Kilpatrick Stockton LLP
Claims
What is claimed is:
1. A computer-implemented substitute fulfillment system that
identifies and secures substitute workers for a plurality of
different organizations comprising:
a central server that automatically processes information
associated with a plurality of different unaffiliated
organizations;
a central database coupled to the central server, the central
database including worker records that store substitute fulfillment
data associated with each of the plurality of different
organizations, wherein for each of the different organizations the
fulfillment data includes worker records representing workers that
may be absent from the organization and substitute worker records
representing substitute workers that may be used to fill the
position of absent workers;
a plurality of local processors that are remote from the central
server, each of the local processors being associated with one of
the different organizations and having a separate local database
coupled thereto, wherein each local database is associated with one
of the different organizations and includes worker records
representing workers that may be absent from the organization and
substitute worker records representing substitute workers that may
be used to fill a position of an absent worker;
wherein the central database maintains each of the records on each
local database in parallel with a corresponding record on the
central database by periodically updating the records on the local
databases in response to data changes on the central database, and
wherein each local database maintains records on the central
database, and wherein each local database maintains records on the
central database in parallel with corresponding records on the
local database by periodically updating the records on the central
database in response to data changes on the local database;
at least one communication link coupled to the central server,
wherein the communication link provides information representing
absent workers to the central server;
wherein the central server automatically generates a list of one or
more substitute workers for each absent worker in response to the
information representing absent workers, the central server
automatically communicates information representing positions to be
filled to substitute workers identified by the central server via a
telephone communication link or an internet communication link, the
central server contacting the identified substitute workers in each
list until one of the substitute workers in each list agrees to
cover for the absent worker or until each list of substitute
workers is exhausted; and
wherein the central server periodically transmits reports that
include absentee and substitute information to each of the
different organizations via the telephone communication link or the
internet communication link.
2. The substitute fulfillment system of claim 1, wherein each
worker record includes worker identification, contact, position,
qualification, and substitute selection information.
3. The substitute fulfillment system of claim 2, wherein said each
worker record further includes entitlement information and
historical information of absences and substitute fulfillment
events.
4. The substitute fulfillment system of claim 1, wherein each
substitute worker record includes substitute worker identification,
contact, qualification and availability information.
5. The substitute fulfillment system of claim 1, wherein said
communication link includes a plurality of phone lines that may be
accessed simultaneously by a plurality of organizations and
workers.
6. The substitute fulfillment system of claim 1, wherein the
Internet communication link further comprises a web site
interface.
7. The substitute fulfillment system of claim 1, wherein said
telephone communication link further comprises means for sending
facsimile transmissions from the central server to an
organization.
8. The substitute fulfillment system of claim 1, further comprising
interactive voice response technology, coupled to the communication
link.
9. The substitute fulfillment system of claim 1, further comprising
an automated telephone attendant accessible through said
communication link.
10. The substitute fulfillment system of claim 1, wherein said
central database further comprises a plurality of organization
master records including identification, billing and contact
information.
11. The substitute fulfillment system of claim 7, wherein said web
site interface includes a link to a downloadable substitute
fulfillment data entry and electronic communications computer
application.
Description
FIELD OF THE INVENTION
The present invention generally relates to systems and methods for
human resources management. More particularly, the present
invention relates to systems and methods for performing substitute
fulfillment, including identifying acceptable substitute workers
and confirming assignments of substitute workers in an
organization. Still more particularly, the present invention
relates to systems and methods for shifting the burden of
performing substitute fulfillment away from affected organizations,
for centralizing substitute fulfillment tasks, and for enhancing
the efficacy and reliability of substitute fulfillment
procedures.
BACKGROUND OF THE INVENTION
To date, location of a replacement to fill a temporary employee
absence in an organization, a process referred to as "substitute
fulfillment," has generally been an unreliable, labor-intensive,
often panic-driven, process. In any organization, the absence of a
worker can have perceptible consequences throughout the workplace.
The consequences of an employee absence will vary with the nature
of the work environment and with the scope of the employee's
position; other relevant factors may include, for example, upcoming
deadlines and patterns of absenteeism in the particular
organization. Those consequences may be immediate and drastic, as
when an assembly line shuts down due to the absence of a critical
worker on the line, or more attenuated and moderate, as when
another employee is distracted from his primary task to answer
telephones due to the absence of the office receptionist. In a
typical case, those consequences may include diversion of
management resources to address the consequences of the absence;
delays in accomplishing projects in which the absentee has a role;
displacement of other employees, who must fulfill the absentee's
role, either by express assignment or in order to complete their
own tasks; reduced productivity; fines levied against the
organization, particularly if the absence impacts safety or other
government-regulated aspects of the work environment; and, in an
extreme but not uncommon case, the inability to complete the
central task of the organization.
In the latter case, assignment of a substitute worker is imperative
or "mission-critical"--without a substitute worker, the mission of
the organization will not go forward--so filling the vacancy with a
temporary replacement is the only acceptable alternative; in other
cases, assignment of a substitute worker may not be
mission-critical, but may nevertheless be a preferred policy in
order to minimize the consequences of any absence. As a result, an
upcoming absence may impact the workplace even before the absence
period begins, as managers consider ways of compensating for the
absence. Examples of work environments in which substitute
fulfillment may be a mission-critical task include schools,
emergency services, and manufacturing plants, particularly plants
with an assembly-line operation. The replacement of an absent
teacher with a substitute teacher is a commonly occurring example
of a mission-critical substitute-fulfillment objective.
Thus, in an organization where a substitute is necessary or
desired, when an employee notifies the organization that he will be
absent, management must necessarily turn its attention to the
substitute fulfillment task, or risk a noticeable reduction in the
productivity of the organization or an inability to accomplish the
business of the organization for the entire absence period.
Although seemingly simple in concept, the substitute fulfillment
task is non-trivial, requiring managers to devote significant time,
effort and other resources, with no guarantee of success.
Substitute fulfillment is complicated by the number of intermediate
tasks that must be accomplished and constraints that must be
satisfied to successfully realize a particular substitute
fulfillment in a timely fashion.
The absent worker may, and usually does, provide notice of his
impending absence less than a day, or even only several hours,
before he is expected at work. Thus, management often enters the
substitute fulfillment task with little time to carry it out; if
the process is not automated in any aspect, then management must
direct each step of the process. Once the absence, which may extend
from only hours to several days, or even months, is known,
management must typically identify the scope of the absentee
worker's critical responsibilities and skills to establish criteria
for identifying a suitable substitute and develop a substitution
candidate profile. Typically, multiple substitution candidate
profiles may be established, with more demanding requirements for
ideal or preferred substitutes, and with less demanding, threshold
requirements for merely acceptable substitutes. Once the
appropriate qualifications for an acceptable substitute are
established, management may consider potential replacements from a
prepared list of candidates, or alternatively, management may
identify potential candidates by some other means. Candidates may
be regular employees of the affected workplace, for example,
assembly line workers at a manufacturing plant who work different
shifts from the absentee, or, persons from outside the workplace,
for example, substitute teachers registered with a school
district.
Management must then contact potential replacements, typically by
telephone, and determine whether potential replacements are
available and willing to work at the desired times in the desired
position. Merely reaching potential substitutes may require several
attempts. In the best case, management will eventually locate and
assign an available substitute to cover the vacancy; in the worst
case, management will be unable to find a substitute, despite
having expended significant resources on the substitute fulfillment
task. The substitute fulfillment task is substantially, but not
wholly complete when the available substitute is assigned;
typically, management performing the substitute fulfillment must
then notify the appropriate persons that a substitute has been
confirmed to facilitate inclusion of the substitute in the
workplace. Due to the complexity of the substitute fulfillment task
and the diversion of resources it entails, many workplaces may
forego substitute fulfillment despite its desirability.
Substitute fulfillment is a routine practice in the education
system, especially at the primary and secondary school levels. An
example of substitute fulfillment for a high school teacher is
provided herein as an accessible example and for reference. The
substitute fulfillment task usually is triggered in a school when a
teacher "calls in sick." Depending on the degree to which
substitute fulfillment is automated in the school or district,
locating a substitute teacher may require the efforts of a
principal or other administrator, as well as several support staff
members. Once a teacher has called in sick or otherwise signaled
his absence, perhaps the night before or even the morning of the
absence, the responsible administrator must disrupt her schedule to
focus on the substitute fulfillment task. If she is unable to find
a substitute teacher, the operation of the class, the department,
and even the whole school may be disrupted. For example, the
affected classes may fall behind in their scheduled curricula, an
administrator or other teachers may have to neglect their other
duties to cover for the absentee, and the school may even be fined
by the state for failing to provide an acceptable substitute
teacher.
In order to perform the substitute fulfillment, generally, first,
the administrator must determine which classes the absent teacher
teaches and what skills are required of a replacement. In the
education system context, state law may also regulate the minimal
qualifications for a substitute teacher, both in general and for
the specific type of position that must be filled. Thus, if an
absent teacher is a high school science teacher who teaches AP
Physics and basic chemistry, a replacement may be required not only
to have a college degree but also specifically to have pursued
college-level classes in both subjects. The administrator then
typically identifies acceptable substitutes from the substitutes
registered with the school district. The administrator then
telephones potential substitutes to check their availability and
willingness to take on the assignment. Sometimes she may have to
telephone an individual substitute several times to speak with him
and obtain a response. If she locates and confirms a substitute,
she may then have to inform the relevant department head or other
teachers and to complete paperwork to process the substitute
assignment.
At present, computer systems for supporting substitute fulfillment
are known in the education field. Individual schools in a school
district typically share a single such system installed at the
school district level. Typical system equipment includes at least
one dedicated computer, combined with specialized telephony
equipment, including multiple phone lines, and other equipment. The
equipment is expensive and set-up of the substitute fulfillment
system may be technically demanding. A school district must invest
in equipment adequate to handle its anticipated volume of use. In
order to upgrade the system, often all of the equipment must be
replaced, at substantial expense and annoyance. Such systems are
sold by several vendors under the trade names SubFinder (CRS,
Inc.), and Substitute Teacher Management System (TSSI).
In these automated systems, necessary information relating to
teachers, substitution criteria, registered substitutes, etc. is
entered and maintained in a database through software on the system
at the school district level. Individual schools in the district
access the system through a dial-up connection with a modem from a
computer located at the school. School district personnel must
receive absence notification and initiate and oversee the
substitute fulfillment procedure with support from the system.
Significant involvement by school district personnel and the system
vendor may be required, including hardware and software support of
the system. Thus, operation of the substitute fulfillment system by
the individual schools may be technically demanding and require the
presence of trained personnel.
In light of the mission-critical nature of the substitute
fulfillment task in the education system, the reliability of the
system is a key concern. At present, substitute fulfillment systems
are not adequately reliable. Power failures and other catastrophic
events may undermine the efficacy of systems operated at the school
district level. Because all information is maintained locally at
the school district level, system failures may result in partial or
total data loss. Backup systems entail additional expense, often
not within the budgets of school systems.
Present systems are inherently limited in their capabilities due to
equipment limitations, access constraints, and operation
requirements; thus, each district typically purchases and installs
a system and independently handles its own substitute fulfillment
using the purchased system. As a result of the decentralized nature
of substitute fulfillment management in present systems, it is
virtually impossible for school districts to share information and
common substitute fulfillment resources. For the same reason,
compilation or aggregation of data relating to substitute
fulfillment across school districts is difficult and uncommon. All
of the costs, responsibilities, disadvantages, and inconveniences
of substitute fulfillment are typically borne exclusively and
separately by individual school districts and schools.
Illustrated here with a particular example, these same
considerations are generally applicable to any organization. Due to
the mission-critical nature of the substitute fulfillment task, it
is crucial that any equipment or method relating to substitute
fulfillment be reliable and efficient. It is an advantage of the
present invention to provide a reliable, efficient system and
method of substitute fulfillment. It is a further advantage of the
present invention to provide an automated substitute fulfillment
system and method that has low overhead and requires little
organization involvement or oversight. It is another advantage of
the present invention to broaden the scope of system connectivity
and to include an interface to the Internet. It is yet another
advantage of the present invention to maintain a central database
of substitute fulfillment related information and to share
substitute fulfillment information across organizations. It is
still another advantage of the present invention to provide trend
analysis and reporting. An improved method of substitute
fulfillment is useful to any organization that anticipates a need
to assign replacement workers to fill temporary absences.
SUMMARY OF THE INVENTION
The present invention is directed to an automated system and method
for performing substitute fulfillment for an organization that
wishes to replace an employee during a temporary absence.
Generally, at least one presently preferred embodiment of the
present invention contemplates that a substitute fulfillment system
includes a main server that manages substitute fulfillment for
multiple client organizations. The server maintains substitute
fulfillment data and other data centrally in a database for
multiple client organizations employing the substitute fulfillment
system. Organizations enter substitute fulfillment data locally at
the organization and transmit the data to the server. An
organization maintains its own parallel database on a local
application. The system periodically sends updates to and receives
updates from an organization's local database. In one preferred
embodiment, an employee registers an absence and triggers the
automated substitute fulfillment procedure by contacting the
substitute fulfillment system.
In at least one preferred embodiment, the system contacts the
organization with the absence information. Once an absence is
registered, the substitute fulfillment system uses the database to
identify potential substitutes based on preferences or criteria
selected by the organization and other information. The system then
contacts the identified potential substitutes to inquire regarding
their availability. In a preferred embodiment, the system continues
to contact potential substitutes until one is found or until the
list is exhausted and all potential substitutes have refused the
assignment.
If a substitute accepts the assignment, the system relays
instructions, key information and messages from the worker to the
substitute, if necessary. Whether or not a substitute is
successfully assigned, the system contacts the organization and
other desired update recipients to report on the result. In at
least one preferred embodiment, the system relies on multiple
communications channels to ensure reliability.
The system maintains data relating to all transactions and to each
substitute fulfillment event. The data maintained by the system may
be used for system optimization, substitute fulfillment
maximization, and trend analysis. The data maintained by the system
may be used for inter-organization analysis and substitute
fulfillment. The system may generate additional reports related to
specific substitute fulfillment tasks or based on historical data
as desired.
Although this discussion focuses on environments in which
substitute fulfillment is mission-critical, it is understood that
it is substantially applicable to any environment in which
substitute fulfillment is merely preferred over other methods or
one of several methods utilized in addressing an employee absence,
even if not critical. It is also understood that "workplace" or
"organization" refers not only to more traditional work
environments, but to any work environment amenable to substitute
fulfillment, such as an employee unit that works cooperatively
together within a larger organization, for example, an emergency
services unit.
BRIEF DESCRIPTION OF THE DRAWINGS
The present invention and its presently preferred embodiments will
be better understood by way of reference to the detailed disclosure
hereinbelow and to the accompanying drawings, wherein:
FIG. 1 is a block diagram showing a substitute fulfillment system
in accordance with a preferred embodiment of the present
invention.
FIG. 2 is a data flow diagram showing the exchange of information
between various entities involved in substitute fulfillment
performed in accordance with a preferred embodiment of the present
invention.
FIG. 3 is a diagram showing an exemplary data structure of a worker
record stored in accordance with a preferred embodiment of the
present invention.
FIG. 4 is a diagram showing an exemplary data structure of a client
record stored in accordance with a preferred embodiment of the
present invention.
FIG. 5 is a diagram showing an exemplary data structure of a list
of pick-lists generated in accordance with a preferred embodiment
of the present invention.
FIG. 6 is a diagram showing an exemplary data structure of a school
record stored in accordance with a preferred embodiment of the
present invention.
FIG. 7 is a diagram showing an exemplary data structure of a county
record stored in accordance with a preferred embodiment of the
present invention.
FIG. 8 is a diagram showing an exemplary data structure of a
district record stored in accordance with a preferred embodiment of
the present invention.
FIG. 9 is a diagram showing an exemplary data structure of a
user-preferences record stored in accordance with a preferred
embodiment of the present invention.
FIG. 10 is a diagram showing a list of available reports selectable
by a user in accordance with a preferred embodiment of the present
invention.
FIG. 11 is a diagram showing an exemplary data structure for
initial registration with a substitute fulfillment system in
accordance with a preferred embodiment of the present.
FIG. 12 is a representation of exemplary reports generated in
accordance with a preferred embodiment of the present
invention.
DESCRIPTION OF THE PREFERRED EMBODIMENTS
There is generally indicated at 10 in FIG. 1 a block diagram of a
substitute fulfillment system in accordance with a preferred
embodiment of the present invention. The main components of
substitute fulfillment system 10 are a communications and
processing server 30, connected to an Oracle.TM. server, or like
database engine 34, a web server 36, and a report processing unit
38, with multiple communication channels for clients, workers and
potential replacements. Each unit or server may run on a separate
computer or on the same computer as any of the other servers. The
communications and processing server 30 manages the substitute
fulfillment system 10, including managing communications interfaces
and processing substitute fulfillment events. The central
communications and processing server 30 also maintains the
substitute fulfillment database 34, which contains data files with
data records for multiple client organizations. The Oracle.TM.
server maintains and stores the substitute fulfillment database.
The Web Server manages and stores web pages accessible from the
Internet. The Report Processing Unit generates data for the
reporting requirements of the system.
The communications and processing server is connected to telephony
hardware 32. Telephony hardware 32 preferably includes multiple
phone lines with a connection 40 to a public telephone network 44.
In a preferred embodiment, communications and processing server 30
is further connected to a router 29 with a connection 28 to the
Internet, shown generally at 26. Preferably, communications and
processing server 30 maintains at least two interfaces, most
preferably two World Wide Web interfaces, for access to the
substitute fulfillment system 10 via the Internet 26. The first
such interface or web site is principally directed towards client
organizations 56 such as, for example, school districts. The second
such interface or web site is principally directed toward workers
18 and potential replacement workers 22, such as, for example,
teachers and substitute teachers.
FIG. 2 illustrates the flow of information in a preferred
embodiment of the present invention. Maintaining the substitute
fulfillment database and performing substitute fulfillment requires
a periodic exchange of information between a client organization
and the system; FIG. 2 illustrates a series of these steps.
A client organization 56 is required to have a computer 54 with
Internet access 12. The Internet access 12 is preferably through a
direct connection, but may alternatively be through a dial-up
connection. In a preferred embodiment of the present invention, a
potential customer organization 56 initially accesses the
substitute fulfillment system 10 through the client organization
web site in step 62. In step 70, the potential customer
organization 56 obtains a copy of an introductory software applet
of the present invention by downloading it from the web site.
Alternatively, the potential customer organization may receive a
copy of the introductory software applet through a different
medium, such as a CD-ROM.
In a preferred embodiment of the present invention, in step 64,
once the potential customer organization accesses the web site and
requests the applet, the communications and processing server first
sends the organization a registration "wizard." The wizard presents
a series of interfaces to guide the organization through the
registration process. Referring now to FIG. 11, preferably, the
registration wizard interface 250 requires that the organization
submit identification 260 and billing information 258, for use
primarily if the organization 56 later decides to enroll as a
client with the substitute fulfillment system 10. In subsequent
step 68, the substitute fulfillment system 10 next presents and
requires that the potential customer organization 56 agree to
licensing terms. After the information is provided in step 66,
subsequently, the substitute fulfillment system 10 allows the
organization 56 to download the applet to its own computer 54 in
step 70.
In a preferred embodiment, until the organization 56 registers as a
client organization, the organization 56 is entitled only to a
trial use of the substitute fulfillment system 10 and is able to
access only limited functionality of the applet and the substitute
fulfillment system 10. For example, the organization 56 may only be
able to use the applet to perform substitute fulfillment for a
limited number of workers 18. If the organization 56 has not
registered as a customer organization within a certain period, for
example, 30 days, the applet expires and the organization 56 must
reinitiate the process.
In a preferred embodiment, the applet resides locally on the
client's computer 54 and functions independently of the main server
30 for most of its functions; an Internet connection 12 need not be
maintained to run the applet, nor need Internet communications
software be open. The applet is primarily a data entry and
reporting and Internet communications tool. Once the organization
56 has received the applet, in step 72, the organization must enter
data to initialize the applet and the substitute fulfillment system
10 for its use. In a preferred embodiment, the applet presents the
client organization 56 with a series of forms to complete to build
records which are key to substitute identification for each worker
18 or potential substitute 22, as well as other records necessary
for ancillary tasks. Examples of other records include general
customer information and reporting preferences. The applet is
preferably tailored to collect data needed to perform substitute
fulfillment in the work environment of the organization. For
example, if the customer is a school, the applet may be tailored to
collect data related to teachers, such as education background,
certifications, schedules, and course information. The forms
preferably conform to the data records that will be maintained by
the communications and processing server 30 in the database 34. The
applet may aid the client 56 in completing particular fields in the
forms by providing drop-down lists with options for that field.
There is shown in FIG. 5 a sample data structure 150 of a list of
possible pick-lists that the applet may generate. For example, a
drop-down list may provide a list of all courses taught at the
school so that the client can select the classes taught by a
particular teacher to fill in that teacher's record. The applet may
also fill in certain fields for the client 56 automatically by
drawing on information stored in other records. For example,
referring to FIGS. 3 and 6, once a school has completed a school
data record 166, the applet may fill in the school contact
information 176, 178, and 180 for each teacher affiliated with a
particular school.
When the initial data entry is complete, in step 74, the customer
instructs the applet to transmit the data to the communications and
processing server 30 to initialize the system 10. The applet
communicates with the communications and processing server 30 via
the Internet. The applet preferably transmits and receives data in
compressed format. Subsequently, in step 88, the applet routinely
transmits updates of data stored in servers 34, 36 to the
communications and processing server 10 on a schedule determined by
the client 56 in step 74 and also when expressly directed to do so
by the client 56 in step 74.
Once the communications and processing server 30 has been
initialized with an organization's information, the information can
subsequently be updated using the applet. New information is
entered in client's database using the applet. When the applet
communicates with the communications and processing server 30, the
communications and processing server 30 automatically determines
what information has been added or changed in the client's database
since the last session and updates the same information in the
central database 34. Thus, all information entered into the applet
resides on both the organization's computer 54 and in the
substitute fulfillment database 34. Similarly, when the applet
communicates with the communicating and processing server 30, the
server 30 updates the applet regarding any activity that has
occurred since the last communications session.
FIGS. 3-10 illustrate a few types of data records that may be
maintained and utilized in the substitute fulfillment database,
particularly for a client that is a school. The data records
provided illustrate what types of information the substitute
fulfillment system 10 requires and how that information would
typically be organized. In a preferred embodiment, the information
in the data records is provided to the substitute fulfillment
system 10 through the applet. Referring now to FIG. 3, teacher and
substitute information stored in a staff data record 90 may
include: name 92; title 94; social security number 96; a personal
identification number (PIN) 98; billing information for billing
substitute fulfillment services involving that teacher 100;
certifications of the teacher 102; a list of teachers preferred to
substitute for the teacher, or, alternatively, a list of criteria
for selecting an appropriate substitute for the teacher 104;
schedule information, preferably through a pop-up calendar 106,
including work duties and absence information 108 (primarily for
teachers) and availability 126 (primarily for substitutes); flags
for special conditions 122, such as special instructions for a
substitute or messages from a teacher to a substitute; affiliation
information 112; contact information for the teacher 116;
organization contact information for who to contact if that teacher
calls in an absence or a substitute fulfillment is performed 118;
classroom location information 120; entitlement balances 124, for
how many absences (sick days, personal days, etc.) a teacher has
left for the school year; and call time preferences 128 (primarily
for substitutes). Referring now to FIG. 4, for record-keeping,
billing, and administrative functions, the database may store a
business data record 130 with fields such as: the billing address
132 of the customer organization, its mailing address 134, billing
contact 136, emergency contacts 138, phone numbers 140, fax numbers
142, electronic mail addresses 144, and options selected 148. It is
understood that the fields shown are only representative of the
fields that may be used within the scope of the present invention.
Also, these fields may be further broken down into more specific
subfields, for example, multiple mailing addresses or different
emergency contacts for different times of day, week, month, or
year. In this way, the substitute fulfillment system 10 maintains
the information needed to perform substitute fulfillment for a
particular organization 56. Other possible records are shown in
FIGS. 5-10, and include records for pick-list management 150; for
school data 166; for county data 190; for district data 202; for
client preferences 226; and for reporting schemes 230. The records
maintained in the main database of the system 10 are preferably
stored on the Oracle.TM. server 34.
Once the substitute fulfillment system 10 has been initialized, the
system is ready to operate. No further specialized equipment need
be set up at the local organization level. The substitute
fulfillment operation is initiated when the system 10 identifies
and schedules an absence in step 78. In the preferred embodiment of
the present invention, the system may be notified of an absence in
several ways in step 78. When a worker 18, 46 covered by the
substitute fulfillment system 10 becomes aware of an absence, the
worker 18, 46 may contact the communications and processing server
30 by telephone 48, preferably through a toll-free number. Using
keys on the standard telephone keypad, the worker 18, 46 identifies
himself and enters the details of his pending absence.
Alternatively, the worker 18, 46 may contact the communications and
processing server 30 via the Internet 26, possibly using a
home-based computer 20, through a worker web site which is
preferably secure. In addition to providing information regarding
his upcoming absence, the worker 18, 46 may also record or transmit
a message directed to the substitute 22. In one embodiment, if the
worker 18, 46 notifies the organization 56, rather than the system
10, of the absence directly, the organization 56 may simply update
its applet and connect to the communications and processing server
30, which process will automatically update the communications and
processing server database 34, notify the substitute fulfillment
system 10 of the absence, and trigger the substitute fulfillment
process.
In step 80, the substitute fulfillment system 10 distributes
absence notifications to relevant client personnel 14, 50,
preferably on a regular basis at a time specified in advance by the
client 56. Referring now to FIG. 12, notifications may take the
form of summary absence reports 276. For example, the server 30 may
transmit a summary absence report 276 for each work day at 5:00
p.m. on the previous day and again at 7:00 a.m. that day to
selected client personnel. Summary absence reports 276 may be
distributed by facsimile 52, electronic mail 16, or via the applet
to any parties designated by the client 56 as "need-to-know"
parties 14, 50 for all absences or for particular absences.
Notification preferences are stored within the communications and
processing server 30. In a preferred embodiment, designated client
personnel 14, 50 receive both an absence notification via
electronic mail 16 as soon as the absence is registered and a
summary absence report 276 via facsimile 52 at a pre-set time. Use
of multiple communications channels builds additional reliability
into the system 10.
In step 81, the substitute fulfillment system 10 identifies
potential replacements 22 for the absent worker 18, 46. The
organization 56 typically has a pool of potential replacements 22
available to it. If the organization 56 has chosen to identify
particular replacements 22 suitable for a particular worker 18, 46,
then the substitute fulfillment system 10 may simply locate that
list. Alternatively, if the organization 56 has identified only
qualifications or criteria for selecting an acceptable replacement
22 for a particular worker 18, 46, then the substitute fulfillment
system 10 may compile a list by searching for potential
replacements with the requisite qualifications in a master list of
replacements 22 available to the organization located in the
database 34. In a preferred embodiment, the substitute fulfillment
system 10 may compile a list of preferred replacements and a
back-up list of acceptable replacements.
In step 82, the server 30 then contacts potential replacements 22,
preferably via telephone 32, 40, 42 and 44, using interactive voice
response technology that interfaces logically with callers, usually
employing a set of pre-recorded prompts, a database, and dynamic
selection criteria. Suitable equipment includes Dialogic.TM. Model
D-41ESC and D-240 product lines. The substitute fulfillment system
10 will call qualified replacements 22 over a period of time until
one of the qualified replacements accepts the substitute assignment
in step 84 or the list of potential replacements 22 is exhausted.
If multiple lists of potential replacements have been compiled, the
substitute fulfillment system 10 will first search the list of
preferred replacements before resorting to secondary lists. The
client organization 56 may specify appropriate call times and other
parameters for the Interactive Voice Response technology.
If a substitute 22 accepts the assignment, the server 30 may relay
instructions from the organization 56 or messages from the absent
worker 18 to the substitute. Referring now to FIG. 12, the
substitute fulfillment system 10 then generates summary absentee
reports 276, summary substitute assignment reports 278, call
history reports 279, and unfulfilled substitute assignment reports
280 with the details of any successful replacement, all calls made,
and information regarding any vacancy that could not be filled. In
step 86, the server 30 distributes to organization personnel 14
designated for receipt of the reports. Clients 56 may specify
different personnel distribution lists for various reports. Reports
may be mailed electronically or faxed, or both by server 30.
Because the applet is updated each time the communications and
processing server 30 is accessed, the applet will typically contain
an accurate history of system use and may also be used for local
reporting and review of historic substitute fulfillment system
operation data. In a preferred embodiment of the present invention,
all desired transaction information, including all absence
notifications, substitute requirements, substitute fulfillment
attempts, substitute fulfillment successes and failures, web site
accesses, employment searches by substitutes, etc., are stored in
the database 34.
In a preferred embodiment, using the information in the database
34, the server 30 may also generate a listing of opportunities for
replacement workers 22 and make the listing available through a web
site interface. Replacement workers 22 may access the site and
select an assignment. If the same assignment is currently being
processed or waiting to be processed by the substitute fulfillment
system's Interactive Voice Technology, then the assignment
selection is recognized, further processing is halted, and
appropriate reports generated.
The server 30 is capable of handling multiple clients 56 and
multiple substitute fulfillment tasks simultaneously. Because the
substitute fulfillment system 10 is centralized, services multiple
customers 56, and maintains a database 34, including historical
system use information, the substitute fulfillment system 10 of the
present invention provides special opportunities to match
substitutes across organizations 56, to aggregate data and to
review trends. In a preferred embodiment, the server 30 and
database 34 track substitute fulfillment data globally, identify
opportunities for inter-organization substitute referral or
fulfillment, and report on substitute fulfillment needs and other
trends. For example, the server 30 may identify substitute teachers
registered in a district adjacent to a customer school district and
inform the customer school district. In another example, the
substitute fulfillment system may identify hot spots where
substitutes with particular qualifications are in demand.
In a preferred embodiment, the substitute fulfillment system 10 has
at least one offsite operational backup site. The communications
and processing server and related equipment may also be supplied
with a fossil-fuel powered generator for a back-up power
supply.
If not otherwise stated herein, it may be assumed that all
components, modes of communication, and/or processes described
heretofore may, if appropriate, be considered to be interchangeable
with similar components, modes of communication, and/or processes
disclosed elsewhere in the specification, unless an express
indication is made to the contrary.
Although the invention has been described in detail for the purpose
of illustration, it is to be understood that such detail is solely
for that purpose and that numerous modifications, alterations and
changes can be made therein by those skilled in the art without
departing from the spirit and scope of the invention except as it
may be limited by the claims. All changes which come within the
meaning and range of equivalency of the claims are to be embraced
within their scope.
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